Making more of your most loyal customers
Any company can be proud of growing a large online community of customers. For one large telco, simple pride wasn't enough. They wanted to understand more about the users of their online community: how could they make them even more engaged, more loyal, and more profitable than they currently were? Problem was, they had no way of knowing if these customers were more valuable than their less engaged counterparts, or even if all that engagement might actually be costing them money, through increased use of call-centre and chat support.